SUNNYVALE, CA — (Marketwire) — 02/13/12 — KANA Software, Inc., a global leader in customer experience solutions including (SEM), today announced that it has been named as a top customer service solution by CRM thought leader Paul Greenberg on the 2012 CRM Watchlist. Specifically in the Customer Service category, Greenberg praised KANA-s growth over the last two years, noting that KANA “are poised to be big impact players in the customer service world in 2012.”
, author of the best-selling CRM at the Speed of Light, further praised KANA-s innovative product portfolio, “Their product overhaul is perhaps the most impressive part of what they-ve done.” The article goes on to reference KANA SEM as the convergence of BPM, CRM, Knowledge Management, Analytics and Social designed for customer service. “I have to say that they may be one of this year-s biggest Watchlist surprises. So make 2012 your impact year KANA, I-ll be watching,” concluded Greenberg.
The full article devoted to Customer Service leaders in the 2012 CRM Watchlist is available .
“Paul is something of a legend in the CRM industry and we are honored to be placed amongst the winners in the CRM Watchlist.” said James Norwood, CMO of KANA. “KANA SEM has ushered in a new era of flexibility and control for customer service organizations by empowering them to rapidly transform their customer experiences through the design and agile delivery of adaptive context-aware processes across channels. We are grateful to be recognized within the CRM Watchlist for our commitment to our customer success through technology innovation.”
KANA makes every customer experience a good experience. A global leader for customer experience solutions delivered on-premise or in the cloud, KANA Service Experience Management (SEM) lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. By unifying and maintaining context for customer journeys across agent, web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley, California and has offices worldwide. For more information, visit .
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KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.
Contact:
Vikas Nehru
KANA Software, Inc.
+1-650-330-8645
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